Product Support Consultant, gTech Ads
Job Summary
Job Description
As a Product Support Consultant at gTech Ads, you'll leverage your product knowledge and understanding of digital marketing to enhance customer experiences. You'll act as a customer advocate, working across diverse Google teams to resolve issues and drive satisfaction. Responsibilities include monitoring client engagement metrics, identifying areas for improvement, and collaborating with advertisers, product teams, and partners. You'll troubleshoot technical issues, execute projects to enhance products and processes, and apply your expertise in AI and Google Ads products. The role requires excellent communication and influencing skills to work effectively with both internal and external stakeholders. You will own and drive customer experiences, ensuring resolution of issues and customer satisfaction. You'll manage client engagement metrics, identify and address areas for improvement, and engage with various Google teams, agencies, and partners.
Must have:
- Bachelor's degree or equivalent experience
- 8 years experience in project/program management, consulting, or client-facing role
- Excellent communication and influencing skills
- Product expertise in Google Ads and AI
- Ability to troubleshoot and resolve customer issues
Good to have:
- Master's degree in Management or related field
- 8 years experience in operations management
- 8 years experience managing projects with analytics or SQL
- 3 years experience in a leadership role
2 skills required
Job Details
Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 8 years of experience in a project/program management, consulting, or client facing role.
Preferred qualifications:
- Master's or advanced degree in a Management, Business Administration, or a related field.
- 8 years of experience in operations management (e.g., process improvement, operational reviews, optimizing workflows, etc.).
- 8 years of experience in managing projects and working with analytics or SQL.
- 8 years of experience in a client-facing role.
- 3 years of experience in a leadership role.
About the job
In this role, you will have product knowledge, understanding of customer’s digital marketing objectives and identify opportunities for enhancing the customer experience. You will have the empowerment to be the advocate of the customer and advocate their needs by working across diverse teams across Google. You will require the ability to learn technology like AI, Google’s Ads products and will require excellent communication and influencing skills to work with internal and external stakeholders.Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.To learn more about gTech, check out our .
Responsibilities
- Own and drive customer experiences for a designated portfolio of clients, ensuring resolution of issues and customer satisfaction.
- Monitor and manage client engagement metrics (e.g., product adoption, issue resolution time, satisfaction scores), identify and address areas for improvement.
- Engage with Google advertisers, product, engineering, policy and business teams, agencies, and partners to build relationships and promote collaborative problem-solving.
- Prioritize and deliver customer experience throughout the customer journey, troubleshoot and resolve issues, interact with Google's advertisers and Business teams, agencies and partners.
- Apply product expertise for solving technical customer issues and escalations and execute projects to enhance product, process and policy.
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